Client Services Manager

Fitch Learning is currently seeking a Client Services Manager based out of our Manchester office. Fitch Learning is a leader in financial services training, delivering learning solutions for apprentices, graduates, and those with 10+ years’ experience in Financial Services. Our offerings include expert faculty, e-learning, coaching, and blended assessments, improving individual and collective business performance.

Working at Fitch Learning provides the opportunity to be part of a global leader in financial education, committed to delivering cutting-edge training solutions. You will collaborate with a team of experts dedicated to empowering professionals with the skills and knowledge needed to excel in the finance industry.

How You’ll Make an Impact:

• The purpose of this role is to manage the relationships and service delivery of our Professional Qualification courses, exams, and graduate programmes for a select group of clients.
• The role is responsible for delivering an efficient, responsive service through a professional client-first approach primarily for corporate clients.
• The Client Services Manager will provide service excellence through an omni-channel model that includes phone, email, client portals, and in future, Live Chat.
• Lead your client accounts by example and be recognised as a positive, proactive client-facing service delivery manager.
• Build strong relationships with your key clients and effectively manage their early career/graduate programmes and BAU transactional Professional Qualification and Certifications requirements.
• Monitor and manage our Service Level commitments to your clients and ensure that all of your client programmes are delivered to the highest standard.
• Lead Service Review meetings with clients to present both BAU and programme-specific updates and metrics.
• Ensure that all aspects of billing, credits, PO management, and client invoicing rules are monitored and adhered to.

You May be a Good Fit if:

• You have a strong background in operational administration and client services, including experience of managing learning programmes.
• You have experience of working in a client-focused environment that adheres to Service Levels.
• You possess excellent client relationship skills and the ability to evidence a proactive, client-first approach.
• You have a positive approach to business change and continuous service improvement.
• You can multi-task and remain calm under pressure.
• You are self-motivated with experience of working in a hybrid arrangement of both home and office locations.

What Would Make You Stand Out:

• Experience of working in the learning or financial services industry.
• Experience of service management platforms such as ZenDesk.
• Specific experience of working on graduate programmes.

Why Choose Fitch:

• Hybrid Work Environment: 2 to 3 days a week in office required based on your line of business and location.
• A Culture of Learning & Mobility: Dedicated trainings, leadership development, and mentorship programs.
• Investing in Your Future: Retirement planning and tuition reimbursement programs.
• Promoting Health & Wellbeing: Comprehensive healthcare offerings.
• Supportive Parenting Policies: Family-friendly policies, including a generous global parental leave plan.
• Inclusive Work Environment: A collaborative workplace where all voices are valued.
• Dedication to Giving Back: Paid volunteer days and matched funding for donations.

Fitch is committed to providing global securities markets with objective, timely, independent, and forward-looking credit opinions. To protect Fitch’s credibility and reputation, our employees must take every precaution to avoid conflicts of interest or any appearance of a conflict of interest.

Fitch is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.